Over the last few years we have quietly, but at every opportunity, been asking this question to business owners, marketing directors and executives responsible for their company website whether for commissioning, developing or maintaining their online presence. We also asked if they were happy with the website that the developer had provided, or if they thought it was bringing tangible benefit to their business. The responses were sharply divided. It seems that the businesses’ experience of Web developers is like Marmite: you either love them or hate them.

Shockingly, over 80% of respondents reported a ‘poor’ or ‘very poor’ experience of working with a website developer or designer. Many made comments that were very uncomplimentary toward their web developers. Some stated that they felt they had been, “Taken for a ride,” by those who had either baffled them with technology and jargon, or had – deliberately or otherwise – raised their expectations beyond what was feasible with the investment they were making. One had invested tens of thousands with a web development company to build an online presence for their business and now has a website that not only makes no contribution to any business objective, neither has it produced a single enquiry. The overall impression that we gained from our research to date and a term used by more than one unhappy respondent was that web developers are: “A load of cowboys.”

These poor experiences have a knock-on effect, not just for those who have been unhappy with their outcomes but for the web development and internet marketing industries as a whole. It results in an increased conviction that all web developers were likely to be the same, and that there was no-one out there who could be trusted. In addition, the inclination to invest any further resources and capital on online promotion of their business was greatly reduced. “We’ve done that and it didn’t work,” was a common response.

What do the web developers have to say?

To balance the picture we also surveyed web developers and web design companies to see if we could identify what had created this tale of woe from businesses.

Many were unaware of the situation and some were quite frank in their derision of business owners. Common responses included

“They don’t know what they are doing,”

“We’re not telepathic you know!”

“They don’t understand what is involved.”

“We never get the right information.”

“They keep changing their minds, often before the previous changes are completed.”

Each side seemed to blame the other for what might be interpreted as a straightforward breakdown in communication.

So why does this happen? There are no doubt numerous reasons, but focusing on the communication issue, we asked the web developers if they ever asked for, or received, a web design brief from their clients. The majority response was: “Rarely!” The design briefs received mostly consisted of a single page of vague information that lacked the detail and specifics required. Although they usually included requests for things that far exceeded the budget or amount the business owner was willing to spend and were full of wish lists and ‘good’ ideas that require bespoke development or even new technology (for the words ‘bespoke’ and ‘new’, read – interchangeably – ‘difficult’ and ‘expensive’)!

So whose job is it?

Isn’t it part of the web developers’ job to write the brief? Actually, no it isn’t, it is the responsibility of the business owner to communicate their requirements, their goals, their current situation and future plans. After all, as more than one developer pointed out, “We’re are not telepathic you know!”

In addition, the pressure of trying to keep a small web development business running (let alone in profit) in this ever increasingly competitive industry means that there is no time or other resources to be teaching the business owner how to write a web design brief, even though it would create a better outcome for everyone. For the majority of situations, there is often no clear or effective communication, more a case of asking questions of the business owner – which they often don’t understand clearly, which is no-ones fault – to get some sort of outline and then on with the job of designing and building the website.

Our experience – Web developer

Our experience indicates that the majority of web developers really want to do the best job they can for their clients.

They have the skills and knowledge to build websites that could work for their clients’ businesses. They have the equipment and resources to carry out the work. We also observe however that there are web developers who mistake the functionality of the software that they use for their own creative skills. Ultimately over a period of more than a decade we have encountered very few who would deliberately, “Take their client for a ride,” as some businesses have claimed.

Our experience – Businesses

Websites for businesses create a particular quandary for the business owner, manager or similar. There seems to be a huge barrier of technology and jargon to break through to be able to even speak the same language as the web development world. In addition, it is very difficult for anyone without extended experience to make any kind of value judgement about what is good or bad. Consider a different situation: whether you eat in a restaurant often or not, because you do eat every day, if you go into a restaurant, it is possible to make some kind of judgement as to whether you had a good experience, whether the food was good, whether the service was acceptable or excellent. Of course this is subjective to your own preferences and experiences, but at least you understand what a restaurant is, what it is supposed to do or be for and so on.

In our survey we ask a further question of businesses: “What is your website for, why did you get a website?” Very few offered any kind of clear response, the most common being: “Because we needed a website,” or “Because our competitors had one.” We also hear: “To generate sales/leads/enquiries etc.” quite often, which is at least focused on business, but is nowhere near specific enough to be called an objective.

If it is not common for businesses to even understand what the website is for, or why they are getting one developed, how can it be possible for them to make a judgment on what is good or bad, other than it produces no results. Even this judgement requires something to measure the results – or lack thereof – against.

Management by abdication

In so many cases the business abdicates responsibility for the website to a web developer in the mistaken belief that ‘they know best’. While the web developer knows about websites, they are likely to know little or nothing about the client’s business and even less about the customers who will use the website. Together with the lack of communication between the web developer and the business owner it is not difficult to see why so many websites are poorly designed, deliver bad user experiences and ultimately poor or no results for the business.

Is there a solution

The first step to a solution is to address the communication problem. It is clear that there must be effective communication and the first stage of this would normally take the form of a clear and concise website design brief.

The website design brief

The last time we reported on web design briefs we had surveyed 57 web development companies, further surveying has now brought this number to nearly 100. While everyone does it slightly differently, they all had information requirements in common.

Remember that:

The document needs to be clear and concise,

The document is prepared for someone outside your business who doesn’t necessarily know anything about your business or industry. Even if they claim to have worked in your industry before, unless they are specialists, then you should assume nothing.

Its purpose is to state clearly your requirements, including:

A profile of your business, its existing image, brand and products or other offerings including future plans

The objectives of the site – stated clearly in terms that can be measured, not woolly ‘to generate enquiries’ or similar, think detail and be specific.

The target market – who will be the users of the site, what will be their requirements?

Functionality requirements – often expressed as an outline, and as a business owner you may not be able to describe this well, but for example, do you require online payments and if so are you already accepting credit cards in your business. – remember, adding functionality usually increases cost far more than increasing the number of pages in the site.

The scale and scope of the development project – how big, how many pages, who will provide what and so on.

What are the project constraints, budget, timescale etc.

This document is not a wish list (although you could include things that you would like to do as well as but not instead of the above), it is the document that the developer works to and effectively forms part of your contract with them and is therefore subject to discussion and revision before being finalised.

In conclusion

The commissioning of a website is a much bigger project than appears at the beginning. Websites are not ‘job-and-finish’ projects. You need to form a good relationship with your web developer because you will be working with them for a long time, and the first step to a successful relationship is sorting out the communication. It is your business, if you have articulated clearly what you want, why your business needs it, and provided all the information the developer requires including realistic expectations, budgets and timescales then if it isn’t delivered to the brief then you can blame the web developer. Otherwise accept that it is your problem, not their fault that they are not telepathic.

Furthermore, you need to take responsibility for the project, but also recognise that the development of a website is a team game, not something to be simply handed over and then moaned about when it was not quite what you were thinking of.

Last word

If you are serious about selling online or using the internet to promote your business it is important to recognise that you need to make a considerable investment of time and effort or you might as well take your money and simply thrown up in the air!

The web development lifecycle (WDL) is a more specific variation on the general framework for developing any application development project. Unlike general application development, all web design and development projects follow a similar structure, so the web development lifecycle / process can be drawn upon as a point of reference for both the web development team and the client to determine the status of any given project and the area of activity to address next.

The Web Development Lifecycle is made up of eight identifiable stages described as follows:

1. Initial Consultation

The Initial Consultation seeks to understand the high level business requirements, the scale of the web development, required delivery schedule, and the overall feasibility, web design and cost of the project.

2. Project Specification

The business requirements of the proposed website are iteratively established between the Client and the web design team, and documented in the form of a High Level Requirements Specification. Focus here is on the relevant business rules and outputs. Implementation of the system, how the requirements are actually delivered, is reserved for later. Once agreed, this document will form the basis of the subsequent stages of the Web Development Lifecycle.

3. Web Site Architecture

Here the software and hardware requirements for delivery of the web application are established, such as the most appropriate web and application development language, operating system, database management system (DBMS), and hardware / hosting environment that are most appropriate to support the final website in a robust and reliable manner; taking account of the likely growth of data volumes, visitor numbers web traffic, and functionality.

4. Web Site Design Cycle

Deliverables out of this phase have a particular focus on the web design of the system, include mock-ups or prototypes of the screens that make up the system, combined with system walkthroughs which will enable both the Client and the software developers, designers and project management team to clearly understand how the website will work from the user and administrators perspective. The design of the CRM would also be full considered here also. This web application functionality is considered in the context of the defined outputs and business rules, and may result in the High Level Requirement Specification being updated or changed. Following this, a key deliverable here is a Low Level Website Design Specification / Document precisely defining the required implementation of the web design and forming a blue print of the project for the software developers.

5. Content Collation

Any required textual and graphical content for the web application is developed or acquired by the Client (or the software development company, depending on the relevant situation). Admin functionality which enables the Client to amend the full content of the site from system launch, and on an ongoing basis, is assumed to have been included and defined within the High Level Requirements Specification, as mentioned.

6. Web Site Project development

At this stage a detailed project plan will have been established for the implementation of the web design, resources identified, time scales defined, and project dependencies clearly understood – especially with respect to which parts of the web development can be done in serial or parallel. This stage actually overlaps with the next stage of the Web Development Lifecycle since all web developed modules are unit tested to destruction by the corresponding web development team members. Further, it is very important that all code produced by the software developers is quality checked to ensure adherence to project development standards.

7. Testing & Quality Assurance

Many forms of testing are carried out during this phase, from system and volume testing – in order to ensure that all components work together within the web application and can easily cope with both the initial and anticipated future demands on the system – all the way to User Acceptance Testing (UAT) and sign-off. There are many forms of testing required during this phase that are beyond the scope of this introduction, such as cross-browser and security testing – all contributing towards the delivery of a high-quality website and service to the client.

8. Web Site Deployment (Launch)

Once the website implementation is tested and released by both the client and software development company as being fully operational, the website is deployed to the production environment and open to the relevant user base. Following this there is generally a pre-agreed period of warranty and an ongoing support agreement can be established at the discretion of the client.

The process can vary but, generally speaking, the dependencies and features of a successful process of delivering webs applications to the client does not. I hope this has been a useful introduction to the process of delivering quality web applications to any business.

Web development is a craft that includes many different technologies. However, at the core of it all the responsibility of the web developer is to ensure that the client gets a website that does exactly what he wants it to do. There is a huge difference between being a web developer and a web designer, although their roles do have some overlap, the web designer will rarely be involved with any of the actual code that makes up the web site.

1. Plan The Design And Functionality Of The Website

It usually takes a while before the web developer actually starts to write the code that makes up the web site. When you get the contract for a web project there is a lot of planning and analysis that needs to take place. Usually the customer requires the website to function in a certain way. It is up to the project manager and his development team to estimate how long this will take.

During this stage the web designer will most likely participate to make sure that his design works with the customers requirements. Indeed, the requirements will most likely include details about how the customer wants the web site to appear.

2. Create The Business Logic As Specified By The Customer

When the planning and analysis stage has been completed the web developer will start developing the website. This often includes working with both client side technologies such as HTML, Java Script and CSS and server side technologies such as PHP and.NET.

A good web developer needs to be proficient with many technologies. There is no such thing as a pure HTML developer!

Knowing which tools to use for each part of the web site is instrumental to the success of the project.

3. Implementing The Web Design

You might think that when the web developer is done developing the web site the web designer would start implementing the web site. Even though they often work together it is usually the web developer who is tasked with implementing the web design on the web site.

It is critical that the web designer and the web developer work together on this!

4. Testing, Testing, Testing

Testing is arguably the most important, and most often neglected, part of a web development project. If there are critical errors on the website when it is launched the customer is at risk of losing a lot of money and certainly a lot of credibility.

Having said that the web developer should not be responsible for testing the web site. It is critically important that it is tested by someone who has not been involved in the actual development of the web site.

Would you believe – These 4 stages often takes place at the same time. Iterative development has become increasingly popular, meaning that parts of the website will most likely be tested while other parts of the site is still in development.

Modern web development include many different tasks, but it all starts with the fundamentals.